Human Resources Customer Service

Frances H. Owens, MS, PHR

Email: **********@***.***

Phone: 804-***-****

Highly accomplished professional with more than ten years of broad based

progressively responsible experience in diversified human resources and

legal environments and multiple industries. Proven ability as an

influential leader with the ability to work with senior teams to integrate

human resources functions within business strategies.

AREAS OF EXPERTISE

Employee Relations and Empowerment . Community Outreach and Public

Relations . Policy Development and Implementation . FMLA . Worker's

Compensation . Coaching and Counseling .Curriculum Development . Customer

Relationships . Leadership Development . Process Evaluation and Design .

Presentations/Training . Operations Management . Cultural Change Management

. Strategic Planning . Compensation and Benefits . Full Life Cycle

Recruitment . Diversity and Inclusiveness

PROFESSIONAL EXPERIENCE

Shamin Hotels, Richmond, VA 2010 -

Present

INTERIM CORPORATE DIRECTOR OF HUMAN RESOURCES for multi state management,

development and hotel ownership company of commercial business of multiple

brand hotels. Sole HR staff for company consisting of 1100 employees in 40

property locations in 3 states. Provide human resources support and counsel

to Regional Directors and General Managers in areas of H1B compliance,

HIPPA, OSHA, worker's compensation, employee relations and communications,

performance management, benefit administration and training and

development. Sole E-verify and background administrator for company.

. Lead first companywide database conversion for implementation of first

electronic open enrollment for 1100 exempt and non exempt employees

throughout all property locations and corporate office. As Client

Manager established and maintained direct contact with multiple vendor

contacts throughout initiation and implementation of 3 month project.

. Conducted human resources audits consisting of payroll, e-verify,

background, work authorization and hr processes of all property

locations to ensure compliance with company standards and federal

regulations.

. Integral component of new hotel property acquisition in 2011. Actively

participated in acquisition and provided expertise in integration and

transition of human resources, HRIS and employment law.

Diamond Resorts International, Williamsburg, VA

2008-2010

REGIONAL HUMAN RESOURCES MANAGER for international vacation ownership,

developer and management company. Serve as expert, point of contact and

responsible for all facets of human resources functions which include

benefits, conduction investigation of allegations of various employee

relations matters and provide summarization of findings to senior

management, worker's compensation, unemployment, training (new hire

orientation and periodic), employee relations which include coaching,

counseling and progressive discipline at two vacation resort locations and

sales and marketing center consisting of 500 employees and multiple

contractors.

. Established and maintained community partnerships with various

workforce and community agencies to reduce recruitment cost and time

for multiple non exempt positions to align with seasonal staffing

initiatives. A 30% savings of recruitment costs and time to fill

positions decreased by 50%.

. Developed curriculum and facilitate site wide continuous training and

development sessions within operations and sales and marketing which

reduced allegations of hostile work environment and increased customer

satisfaction scores obtaining the "Gold Crown" status for one resort

location

. Created first new hire on boarding process for exempt and nonexempt

staff. consisting of classroom training, entry and processing new

hires, benefits, terminations and employee record maintenance and

schedule/time maintenance using E-verify, Oracle and Kronos.

Davidson Hotel Company, Richmond, VA 2007-2008

DIRECTOR OF HUMAN RESOURCES for 10 year old full service brand hotel.

Created first human resources department for the property as the sole HR

staff member. Led all aspects of human resources including full cycle

recruitment, benefit administration, employee relations, performance

reviews, coaching and counseling.

. Successfully planned and implemented major site wide organizational

development initiative to align brand standards.

. Facilitated organizational learning programs by creating,

implementing and driving customer service training initiatives which

increased Guest Satisfaction Index (GSI) scores and employee scores.

. Prepare and process biweekly payroll for employees and contract

employees in a timely and accurate manner. Prepare monthly

reconciliations of payroll reliability accounts.

Boehringer Ingelheim Chemicals, Inc., Richmond, VA 2005-

2007

HUMAN RESOURCES BUSINESS PARTNER for multiple business groups consisting of

supply chain, manufacturing, sales and customer service international

pharmaceutical manufacturing company. Provide direct point of contact for

managers and supporting staff to ensure realization of business goals in

accordance with policies and practices site wide and globally.

. Created first realistic job preview video for any U.S. Operating Unit.

Change management initiatives in lean manufacturing resulting in

substantial time and cost savings. Reduced turnover of Chemical

Technicians by 40%.

. Received Charter for Business Process Excellence (BPE) by redesigning

the recruitment process for non exempt manufacturing employees through

the effective use of Six Sigma quality improvement processes. The only

BPE project completed during designated period, which process remains

in use.

. Launched first site wide training for users of web based recruitment

portal. Revised and facilitated multi day New Hire Orientation and

Periodic Training in compliance with cGMP standards.

VMS, Inc. - Transfield Services, Richmond, VA 2000-

2005

HUMAN RESOURCES GENERALIST for provider of operations, maintenance and

asset project management services of 600 employees in 35 operation

locations in six states and Washington, DC as a federal contractor. Assist

strategic planning by developing and implementing cost effective

realignment processes to assist in company growth and acquisition of new

projects in locations throughout the United States.

. Recruit for all U.S. locations in accordance to RFP (Request For

Proposals) maintaining compliance with staffing regulations required

by various DOT authorities and David Bacon Wage Rates.

. Conduct field visits to project sites to maintain compliance with

company, local, state and federal regulations. Conduct a wage analysis

and compensation recommendations, redesign and reclassifying over 600

exempt and non exempt employees.

. Established and maintained relationships with multiple colleges,

universities, workforce centers, technical and vocational programs by

conducting in person visits and facilitating workshops.

. Created 1st Affirmative Action Plan for company, compile, consolidated

and prepare annual EEOC-1 report for company.

. Develop curriculum and facilitate web based training to project

managers, project engineers and users of HQMS (company developed

software).

SOFTWARE

BrassRing, ADP, Great Plains, Attendance Enterprise, E-verify, ERMA, Case

Management, SAP, Kronos, ReportSmith, Track It, HQMS.net, Oracle, Oracle

Report Writer, Kronos and Microsoft Applications:

EDUCATION

Central Michigan University, Richmond, VA

Master's Degree in Human Resource Administration

Virginia Commonwealth University, Richmond, VA

Bachelor's Degree in Social Work

Continuous professional development through on the job training and

information training sessions including Myers-Briggs Type Indicator and

Social Style Model

PROFESSIONAL QUALIFICATIONS

PHR - Professional in Human Resources

PSCT Certification-Property Service Culture Trainer - Starwood Hotels

PROFESSIONAL AFFILIATIONS

SHRM- Society of Human Resource Management

NAAAHR- Past Vice President of Community Outreach, Richmond Chapter

RAPME -Past Board Member

References Are Available Upon Request

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